A Day in the… Adthena Life
What do you do at Adthena?
I’m the Customer Experience Manager. We’re a small team, but I feel like we have quite an important function in the company. (As do all the teams!)
What’s your favorite thing about working here?
In a nutshell, there’s this feeling that anything is achievable. That’s the only way I can explain it. You might have an idea in your head and think that it will never happen, but the next thing you know… it’s happening! I think that’s phenomenal. There are lots of company perks, but for me it’s the ability to do my job, to have an idea and see it happen.
What were you doing before you started here?
I’ve worked in office management and operational management, predominantly at creative agencies. In one of my previous roles I was responsible for implementing the project management software, and that’s when I realized I had a love of technology. I worked for some other tech companies, and on the back of that is how I got the job at Adthena.
How has your role changed since you’ve been here?
I was initially hired as a senior Customer Experience Specialist. Within a couple of months, they promoted me to manager. Back then there were two of us. Now we’re a team of three, and hopefully we’ll soon be hiring someone in the US.
How has the company changed since you’ve been here?
When I started it was just 30 staff, and now we’re 60 plus! The main change is that we are a global company now, so all the work we do has to be scalable. With my team, it means everything we do has to be able to meet the needs of CX in Australia and now in the US too.
What’s impressive is that the culture of the company hasn’t changed. Even with new offices, our core values have remained the same. It’s still an amazingly close team, and everyone communicates as they always have. It’s quite an achievement.
Describe a typical day for you in CX?
CX are kind of the front line, so if something does happen, we might the be the first to know and it’s up to us to make sure everything is communicated to all of the relevant teams. It’s really interesting, because you get to know everyone better.
On a typical day, I’ll try to get in between eight to eight-thirty. Our role is very reactionary, so you can only plan to a certain degree. I’ll come in early, go through my emails, and make a list of things I need to try and achieve that day.
We have one key meeting every day with the developers in which we go through the Jira queue, which is where we manage escalated tickets (those that require a response or a fix from the engineers).
What’s been a highlight of your Adthena career?
There have been three: Getting promoted (that was amazing and unexpected!). Winning the best dressed fancy dress costume at the summer ball (for a pink flamingo). But my proudest achievement is probably the launch of the e-learning platform. I’ve never done anything on that kind of scale, and I’ve really enjoyed it. I feel really privileged that I’ve been entrusted to do it.
Go on then, tell us about the e-learning platform…
We’ve already got 10 certified clients, and 180 enrollments and we only launched it a couple of days ago! It’s been fully integrated into our onboarding processes. All new clients are introduced to the e-learning platform and given logins. Within two weeks, they become Adthena certified, and then they get access to the platform.
What’s your secret to a good work/life balance?
One of our company values is “Freedom with Responsibility”. That really helps to free your head, because you might have a week where you’re working really hard, and you’ve got early starts and late finishes, but you can do that with the knowledge that if you do need to take time off and relax, then you can. It means we don’t have that pressure, and that we can take that day if we really need it.
How do you survive our morning commute?
Usually I cycle, and I do all my planning on the way to work. I’ll think about things, so I’m ready to go when I get in. Either that or i’m daydreaming, one or the other!
What would be on your Come Dine with Me menu?
I expect it would be proper American hamburgers. My dads’ recipe (that I have tweaked over the years). Preferably on a real barbecue.
What would your primary superpower be?